D072 study guide

What is the importance of CSR in the organization and in the community?

CSR is important in the organization because · It's beneficial to both the organization and its stakeholders. It creates long-term profits and shareholder's trust for the organization. · Attract consumers who share the same values. · Increases organization's brand image (awareness) /creates a better image · Creates an advantage over competitors. CSR is important in the community because · Organization is gives back to the community (food bank/ school supplies giveaways, charities/donations, scholarships). · Ability to influence organization's economic practices.

Define Corporate Social Responsibility (CSR)

CSR is when an organization voluntarily engages in issues that are affecting the environment, community or society at large

Tina's cleaning team has a culture based on collaboration. Employees see themselves more as family members who value teamwork and consensus. Tina's cleaning team exhibits what CVF culture?

Clan

What are the six steps in design thinking?

1. Empathize—Research your users' needs 2. Define - State your users' needs and problems 3. Ideate - Challenge assumptions and create ideas 4. Prototype - Start to create solutions 5. Test - Try out your solutions 6. Implement - Introduce your idea to markets

What are the 3 core roles or management?

1. Interpersonal role- focuses on relationship building and communication internally within the company and externally with clients and other stakeholders. (good leadership falls into this role) 2. Informational role- spending time to gather, analyze, and sharing information related to the business to those above and below, in order to prioritize, and implement strategies. 3. Decisional role- responsible for making decisions, allocating resources, and negotiating.

What are the 5 main functions of departments within an organization?

1. Marketing- customer and market research, target market identification, branding, advertising 2. Human Resource (HR)- labor laws compliance, recruitment and onboarding, payroll compensation and benefits, internal relations, training and development, safety and maintenance 3. Accounting and Finance- accounts payable/receivable, revenue tracking, payroll and taxes, financial reporting, financial controls 4. Research and Development (R&D)- product improvisation, new product development 5. Information Technology (IT)- governance, infrastructure, functionality

What are the five personality traits?

1. Openness- Inventive/curious vs. consistent/cautious. 2. Conscientiousness- Efficient/organized vs. easy-going/careless 3. Extraversion- Outgoing/energetic vs. solitary/reserved 4. Agreeableness- Friendly/compassionate vs. cold/unkind 5. Neuroticism- Sensitive/nervous vs. secure/confident

What are the 4 main ethical issues and their roles within organizations?

1. Societal Issues- Relates to society and getting involve in societal issues out of care and concern. 2. Stakeholder Issues- Anyone affected by the company's actions (consumers, employees, suppliers, and people within the community). 3. Internal issues- Relates to relationship between organization and its employees (fairness in management, pay, and employee participation). 4. Personal Issues- Deals with how employees treat each other (gossiping, taking credit for someone else's work).

What are the 3 major skills managers should have to manage effectively and accomplish goals?

1. Technical skills- understanding everyday challenges, proposing solutions, representing the team, redesigning procedures, having a firm grasp of the tools and procedures, and techniques imperative to the department. 2. Communication skills- able to listen and understand employee's issues, motivational factors, and their team's group dynamics, and establishing cordial working relationship with people. 3. Analysis skills- able to understand, visualize, and analyze abstract knowledge and concepts; change direction; and improve organizational performance.

List all 3 levels of management

1. Top management- Presidents, CEOs, Executives, and vice president. 2. Middle management- Plant managers, division managers, branch managers, general managers, department managers. 3. First/Front-Line managers- Foremen, Supervisors, office managers

Figuring out when to talk and when to listen requires social skills. Active listening should be outwardly focused, with an ____________ listening-to-speaking ratio

80/20

What is a channel?

A channel is the means of passing information from sender to recipient. Channels differ along a scale from rich to lean. Rich channels are more interactive, provide opportunities for two-way communication, and allow both sender and receiver to read nonverbal messages. Lean channels present information without allowing for immediate interaction and often convey "just the facts". **look at graph on study guide**

What is McKinsey 7-S Model?

A model that analyzes the seven key internal aspects of an organization that need to be aligned if it is to achieve its objectives and improve performance. Seven key internal aspects include, strategy, structure, systems, skills, staff, and style, which all revolve around -and are interconnected with the organizational culture (shared values).

Which force is defined as the natural proficiency at doing something and complements emotional intelligence in helping individuals collaborate effectively in the workplace? Skill Ability Knowledge Personality

Ability

Explain Active Listening

Active listening is giving your undivided attention to what other people are saying, taking time to understand the points being made, asking questions as needed, and not interrupting at inappropriate times.

Dynamo, Inc. has a culture based on energy and creativity. The organization is held together by experimentation, ingenuity, and freedom. Dynamo exhibits what CVF culture?

Adhocracy

What are some traits associated with people with High EI?

Assertive, ambitious, driving, strong-willed, decisive, warm, entertaining, persuasive, patient, stable, predictable, good listeners, consistent

Explain Barrier to Effective Communication and list the common barriers

Barrier to Effective Communication is the number of factors that prevent the receiver from receiving and understanding the message accurately. The barriers include: · physical condition · filtering · selective perception, · information overload · semantics · denotation and connotation · emotional disconnects · credibility

Example of professional ethics

Being punctual, refraining from gossip, and having good time management

In an emergency situation, where time is critical; there is little time for group decision-making. This describes what style of leadership? (Autocratic, participative, transformational, laissez-faire)

autocratic

The Ritz-Carlton is customer obsessed with a main focus of creating incredibly personalized experiences. During interviews, interviewers use a variety of techniques to determine if a candidate is similarly obsessed. this exemplifies: a) attraction b) selection c) attrition d) acculturation

b) selection

list some key attributes of leadership

drive, motivation, integrity, self-confidence, cognitive ability, knowledge of business, charisma, intelligence, extraversion, conscientiousness, openness, and high self esteem

jessica is an accountant, very organized with a straight forward demeanor. jules is more bohemian with a free spirit who tends to go with the flow. what barrier to communication might occur?

filtering

You witness an incident where you see someone display a low EI behavior. Later that day, you visit the person to transparently discuss it. This demonstrates what strategy for developing EI? (Incident debrief, Introduce coaching prorams, Use emotional labels and language when speaking)

incident debrief

high individualism (low collectivism)

individuals are valued for their achievements and are rewarded and recognized for such achievements

Chase is an entry level worker with a charismatic personality who easily influences his coworkers. this is a type of _______ leadership

informal

Linda recognizes that her subordinate, Kate, is very knowledgeable about using spreadsheets. Linda empowers Kate to create and manage all the company's accounting and financial documents based on this. What type of transformational leadership tool is being demonstrated? (Idealized influence, Inspirational motivation, Intellectual stimulation, Individualized consideration)

intellectual stimulation

A manager who exhibits ________ style of management provides employees significant freedom, trusts them to use their professional expertise to make sound decisions, and interferes only when necessary. (Autocratic, participative, transformational, laissez-faire)

laissez-faire

____________ inspire primarily through intrinsic processes such as internal inspiration, while ______________ motivate primarily through external rewards and punishments. (Leaders, managers; Managers, leaders)

leaders, managers

_____ perform formal functions such as planning, organizing, leading, controlling, and coordinating

managers

identify techniques for enhancing emotional intelligence

observing boundaries, keeping promises, having respect, showing curiosity, listening, and checking emotions

______ communications tend to be richer channels and are well suited for complex or unsettling information

oral

A U.S. company hires a new employee from Germany. The new employee is being trained by other employees on the company's conflict resolution practices in alignment with the company's mission and ethical standards. As part of the training, the employee identifies how the ethical values of the company are consistent with the employee's values.Which aspect of the company is the employee learning? Organizational culture Organizational leadership International business culture International business success

organizational culture

low individualism (high collectivism)

people are seen as being apart of a wider group, known as the in-group. the in-group includes family, team or social class, and how the individuals relate to such wider groups is seen as important to their success. in other words, people's success is gauged by how others in their groups view and support them

To be most effective and successful, a leader must be able to adapt his or her style and approach to diverse circumstances. This includes balancing one's ________ with the followers' _______

personal leadership style; level of maturity or preparedness

A manager is meeting with an employee to provide coworkers' feedback on the employee's interpersonal skills. During the meeting, the manager and employee discuss a plan to improve the employee's EI in the workplace. Which method is the manager using to share EI? (Incident debrief, Introduce coaching prorams, Use emotional labels and language when speaking)

providing coaching programs

Lady Gaga is a famous singer and song writer who is respected by her peers in the industry. Lady Gaga has what type of power? (Legitimate, reward, coercive, referent)

referent

The supervisor who provides employees comp time when they meet an objective she sets for a project is exhibiting what type of power? (Expert, reward, coercive, legitimate)

reward

What are the four main quadrants of the CVF?

Clan- It tends to be more family oriented and flexible, and less structured, and has a more extensive hierarchy (e.g., small start-up business). Hierarchy- It tends to be internally focused on internal processes and procedures and less flexible (e.g., government agencies). Market- It tends to be externally focused on competition and profits and less flexible (e.g., security companies). Adhocracy- It tends to be more flexible and responsive to external forces and is characterized as a dynamic, entrepreneurial, and creative workplace (e.g., technology businesses).

As part of their employee training, Lisa and Jerome are role playing in some challenging EI situations. Their trainer/coach will provide feedback on what went well and where improvements are needed. What EQ assessment tool is this? (behavioral event interviews, simulation feedback surveys)

simulation feedback

An individual understands a project's goal, selects a group of employees who can work on the task, and encourages the team to begin work towards the desired result. The individual has the knowledge and personality to get the work accomplished successfully.Which behavior does this individual exemplify? Control Managing Leadership Counseling

Leadership

An organization plans to close its local factory and shift manufacturing operations overseas. This brings opposition from employees.Which terms describes this organizational move? Legal-ethical Legal-unethical Illegal-ethical Illegal-unethical

Legal-ethical

An employee who has worked at the company for 15 years was recently appointed as chief executive officer (CEO).Which type of power has the employee gained? Expert Reward Referent Legitimate

Legitimate

Distinguish between management and leadership

Management involves directing a team of employees to work toward achieving a goal. This includes planning, organizing, and implementing strategies. Although managers are in a position of leadership, not all managers have the qualities of good leadership, and good leaders are not always in management. Leadership is being able to influence a team of employees to work toward achieving a goal. Leaders do so by being encouraging, motivating, and inspiring.

define the difference between mechanistic and organic organizational structure

Mechanistic organizational structures utilize traditional top-down hierarchy and rigid departmentalization and are best suited to stable environments that contain low uncertainty, such as government agencies. Organic organizational structures are characterized by fluidity and a wider span of control. They work best in unstable, complex, changing environments such as high-tech industries.

A supervisor conducts a 90-day evaluation with a new employee. It is recommended that the new employee take more initiative to complete tasks and to persevere, even on the most challenging days. Which technique is the new employee being encouraged to display? Empathy Motivation Self-regulation Self-awareness

Motivation

How can having high EI affect making ethical decisions?

One aspect of emotional intelligence is moral identity, which has to do with the extent to which people want to see themselves as ethical, caring people. People with a strong moral identity are more considerate of others and are also significantly more considerate if they are also good at regulating their emotions

Where does an organization's ethics tend to start?

Organization's ethics tend to start (or fail) from the top (management) then trickle down.

What is Organizational Culture and why does it matter?

Organizational culture is a system of shared assumptions, values, and beliefs of how employees behave within the organizations. (formal/casual attire, how to address management, company values) Organizational culture matters because it can be the company's strongest asset or biggest liability. This goes back to how ethics impact organization.

What is Organizational Structure?

Organizational structure is the framework of the implemented culture where the culture dictates how the company should be structured. Organizational structures and systems are traditionally classified as either mechanistic or organic.

What are some benefits to an organization that practices high ethics?

Organizations with high ethics benefit from the trust of their stakeholders and has a competitive advantage in the marketplace.

define and describe personal communication

Personal communication refers to the process in which information is exchanged between sender and recipient for personal purposes. · Typically uses relaxed language. · Level of knowledge from audience is usually significant personal. · Being clear, concise, and objective is put aside. · Often meant only for a single audience and oftentimes understandable only to the that audience.

Distinguish between personal and organizational ethics

Personal ethics refers to the ethics a person identifies with, which guides how they interact with others daily. Organizational ethics focuses on rules, principles and standards in respect to the business' activities

Explain how personal values fit within various types of organizations

Personal values fit is assessing whether an organization suits a person who shares the same values and beliefs or not. For example, a person may want to join a company that encourages women empowerment because that is what he/she also values. Another example, a person may join a company that is fast-paced, competitive because it matches with their personality

Distinguish between Process and Relationship management

Process Management/Business Process management (BPM)- refers to management's initiative to design work processes so that they align with the organization's strategic goals. This involves automation of work processes using technology, analyzing, optimizing, and monitoring business processes to improve business performance. BPM can also help outline ethical standards by standardizing decision-making and workflow procedures. Relationship management- utilize initiatives that govern how organization maintains relationships with an audience (relationships between different departments, relationships between individual employees and departments, relationships between business and its consumers, and relationship between business and other businesses).

define and describe professional communication

Professional communication refers to the exchange of information carried out in a business context, done for the commercial benefit of an organization. · Information exchange is read by an audience you don't know well. · Must be clear, concise, relevant and objective. · Must appeal to and be understood by a more diverse group.

Which individual characteristic should a company search for in new hires in order to avoid an additional screening process to prevent potential person-culture mismatch? High GPA Well accomplished Recommended by current employees Widely connected to the community

Recommended by current employees

A manger was promoted to a new position the previous year but had never been fully accepted by the staff in the department. Over time, the manager made decisions that gained the respect of the employees and was finally accepted as the leader of the department. Which type of power did this manager gain after a period of time in this department? Referent Legitimate Reward Coercive

Referent

What are the four areas of Emotional Intelligence?

Self awareness, self management, social awareness, relationship management

Provide an example of when personal and professional ethics may conflict

Under the 'Code of Conduct,' police officers are obligated to enforce and uphold the law even if they don't agree with it. Police may believe smoking marijuana is ethically wrong, but by law, smoking marijuana is legal.

masculinity

the degree to which a society emphasizes traditional masculine qualities such as advancement and earnings. in high _______ societies, work tends to be very important to people, gender roles are clear, and work takes priority over other aspects of a person's life, such as family and leisure

collectivism

the degree to which a society focuses on the relationship of the group as a whole

individualism

the degree to which a society focuses on the relationship of the individual to the group

power distance

the degree to which members of a society accept differences in power and authority high power distance: people are more likely to accept that power inequality is good and acceptable; there are some powerful people in charge and that they are entitled to special benefits low power distance: tend to consider that all members are equal

A leader with high emotional intelligence is looking to capitalize on this trait while working with social media. How would the leader do so? Use social media as a tool to connect multiple stakeholders Use forms of social media with which the leader is most comfortable Use social media as the preferred tool for generating new customers Use social media as the preferred method for communicating with employees

Use social media as a tool to connect multiple stakeholders

What is whistleblowing?

Whistleblowing is when someone tells the public or authorities of alleged misconduct in a government department, private company or organization. Whistleblowers are protected under the Sarbanes-Oxley Act (SOX). This law aims at improving transparency in organizations by requiring clear reporting practices.

uncertainty avoidance

the degree to which people in a society are comfortable with risk, uncertainty, and unpredictable solutions. people in high _____ societies tend to want to avoid uncertainty and unpredictability, so work environments in such countries try to provide stability and certainty through clear rules and instructions. societies with low _______ are comfortable with risk, change and unpredictability, in these societies, risky and ambiguous situations are less likely to upset people.

Explain the Competing Values Framework (CVF)

the framework use for evaluating the effectiveness of the culture and dynamics of an organization. CVF identifies the underlying dimensions of an organization, which is whether an organization's culture is externally /internally focused, and if it functions better as a stable, controlled environment or in a flexible, changing environment

Jamie's manager routinely asks her team for their input in business decisions. Her manager also motivates her team with positive feedback and training, sets clear goals, sets high standards, and very much appreciates the team's work. In fact her manager encourages her team to look for ways to challenge themselves and perform at their highest potential. What type of leadership does this exemplify? (Autocratic, participative, transformational, laissez-faire)

transformational

what type of communication is effortful, exact and less natural?

written

What are the factors to consider when using a communicative channel?

· Audience and their reaction to the message. · Length of time it takes to convey the message. · Complexity of the message. · The need for permanent record of the communication. · The degree to which the information is confidential. · Cost of the communication.

Identify how ethics impact outcomes in organizations

· Organizations tainted by questionable ethics suffer by a decline in their consumer base, increase employee turnover, and mistrust from their investor's. · Setting an unrealistic goal can lead to the compromise of ethics and standards. (These tend to happen when the desire for profit outweighs ethical decision-making.) · Organizations who practices good ethical behavior are more likely to flourish and are trusted by their stakeholders.

Differentiate the different communication styles

Communication style refers to the dominant way in which a person interacts and exchange information with others. There are four communication types: · Passive Style- Hesitant when speaking about their thoughts, beliefs, and opinions even when they feel they're being wronged. · Aggressive Style- Come across as standing up for their rights while possibly violating the rights of others. · Assertive Style- Respect their rights while respecting the rights of others. · Passive- Aggressive Style- Tend to be passive but later aggressive by perhaps making negative or underhanded comments.

Compare corporate ethical commitments with reality of how the commitments are acted out in accordance with commitments, or in discord to the commitments

Company in accordance with their commitment example: Company ABC, states that they are becoming more eco-friendly. They show their commitments by manufacturing in a sustainable way, using renewable products, encouraging employees to recycle, partnering with like-minded people within the community. Company in discord with their commitment example: Company DEF, states that they are becoming more eco-friendly, but their actions are contrary. They don't manufacture in a sustainable fashion, don't practice recycling. All the company's actions are detrimental to the environment. This action is also known as Greenwashing- (company's actions goes against their ethical commitments).

Explain cultural diversity and how it impacts organizations

Cultural diversity is the variety of different ethnic groups within a workplace. This is important in organizations because it comes with benefits such as, cost advantages, improved resource acquisition, greater market ability, system flexibility, enhanced innovations and creativity, better problem solving and makes businesses more competitive and profitable. Cultural diversity also comes with challenges including effectively managing employees with different attitudes, beliefs and values. Cultural diversity helps organizations run best when aligned with specific business strategy.

How can EI be beneficial in the workplace and your personal life?

EI can help you deal effectively with difficult people and situations. If you work with people who you do not like, you can use EI to learn to get along with them. If you can identify your emotions, you can learn to control them. EI enables people to build relationships, relate to others in social situations, lead, negotiate conflict, and work as part of a team. It also allows people to recognize and understand their emotions and their reactions to others' emotions. Leaders and professionals who can demonstrate higher EQ are more likely to be successful in the workplace in the areas of diversity and inclusion, employee engagement, and emerging technology.

What is the difference between EI and IQ?

EI is the ability to recognize, understand and manage our own emotions. Recognize, understand and influence the emotions of others. IQ is a number indicating a person's relative level of intelligence: it is the mental age (as shown by intelligence tests)

What is effective communication and why is it important to an organization?

Effective communication is when a message is shared and interpreted accurately by the recipient. This type of communication is essential to an organization because it helps employees collaborate, establish common goals, strengthen relationships and achieve consensus.

A person that is high in sociability and friendliness is required for a sales job. Which component of personality should be high in the ideal candidate? Openness Neuroticism Extraversion Conscientiousness

Extraversion

An employee is involved directly with each of the individuals tasked with working on actionable items designed to pursue goals that will move the organization towards its vision statement. What is this employee's management role in the organization? Top Mentor Middle Front line

Front line

Example of a high/low level of organizational ethic

Good: Sharing credit with co-workers and treating subordinates with respect demonstrates high level of organizational ethics. Bad: Treating others unfairly, showing preferences within the workplace is a low level of organizational ethics.

An employee is involved in providing vision and direction for an organization and developing broad goals designed to move the organization towards that vision.What is this employee's management role in the organization? Top Middle Mentor Front line

Top

Which organizational culture is best suited for an individual who is high in conscientiousness? Clan Market Hierarchy Adhocracy

Hierarchy

What is a positive outcome of employees working under a manager with a participative leadership style? High extrinsic rewards Clear role expectations High levels of motivation Specific directions from a manager

High levels of motivation

What is the Hofstede Model?

Hofstede Model of national culture outlines different cultural dimensions of organizational culture. The dimensions include whether an organization's culture is individualism versus collectivism, power distance, avoidance of uncertainty, masculinity, long-term orientation, and indulgence v restraint. This is critical because managers need to have a basic understanding of international cultures as they can have a direct impact in organizational culture and business relationships.

A supervisor assigns an employee to work on a small project that is directly related to a corporate goal, and the employee's skill set makes them the ideal person to accomplish the task. What is this employee's managerial designation? Leader Manager Individual Team member

Individual

What are six qualities that a leader may possess?

Integrity, intelligence, extraversion, consientious, open to experience, self-esteem

What is internal transparency and why is it important?

Internal transparency is the ability of everyone in an organization to exist within a system of openness, communication, and accountability. This is important because of good ethical behavior practice, others can see this behavior and follow suit. Internal transparency is one of the keys to defeating corruption.

Jaden spends 15 - 20 minutes each night writing down his thoughts on self-improvement, and how and why he acts a certain way. What technique for improving EI is this? (meditation, journaling, feedback)

Journaling

What are the five principles of Emotional Intelligence?

Self-Awareness: This involves being attuned to your inner preferences, values, beliefs, and resources. It means being authentic about your emotional state and guiding vision. Self-Regulation: This involves being able to manage your internal state. This includes demonstrating self-control, transparency, and adaptability. Motivation: This involves the ability to understand the emotional tendencies that impact your capacity to reach personal goals. Empathy: This involves being attuned to the emotional signals of others and being able to relate and respond appropriately. Social Skills: This involves a broad range of behaviors related to managing relationships and responding to the emotions of others.

The accountant of a company was asked to change the current quarterly sales results by adding sales that were set to occur next quarter.Which stakeholder group is directly impacted by this action? Suppliers Employees Customers Shareholders

Shareholders

Example of personal ethics

Speaking the truth, respecting elders, and never purposely hurt others

What is Supportive Communication? and list the 8 attributes

Supportive communication is a communication style that seeks to preserve a positive relationship between the communicators while still addressing the problem at hand. There are 8 attributes to supportive communication. 1. Message is congruent. 2. Descriptive and objective. 3. Be problem-oriented 4. Use respectable and validating statements. 5. Be specific, not global. 6. Communicate in conjunctive style. 7. Take responsibility for your words. 8. Listen actively

List the main functions of communication within an organization

The 3 main functions of communication are Coordination, Transmission of information, Sharing of emotions and feelings. All these functions are vital to a successful organization. The coordination of effort within an organization helps people work toward the same goals. Transmitting information is a vital part of this process. Sharing emotions and feelings bonds teams and unites people in times of celebration and crisis.

What is the Attraction-Selection-Attrition Model (A-S-A)?

The A-S-A is a theory that outlines how employees join and leave organizations, based on three interrelated dynamic processes: · Attraction- Individuals are attracted to an organization which are like themselves in terms of personality and values. · Selection- Organizations are more likely to select those who possess the skills and values like the ones their existing members possess. · Attrition- Those who do not fit into an organization are more likely to leave.

Explain the differences among various means of communication

There are 3 various means of communication: 1. Oral Communication- The process of sharing information through spoken words. 2. Written Communication- The process of sharing information in written form. 3. Non-verbal Communication- Transmitting information without the use of spoken or written words.